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Employment Security Advisory Committee

Explore the latest improvements in the Unemployment Insurance program, including enhanced phone services, fraud prevention measures, and streamlined benefit payments for a better user experience.

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Employment Security Advisory Committee

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  1. Employment Security Advisory Committee Julie Lord, DirectorUnemployment Insurance Customer Support July 25, 2018

  2. Agenda • Introducing the UICS Division • Improving services to claimants • More efficient benefit payments • Improving services to employers • Preventing fraud • Questions

  3. UICS • In August 2017 UI Tax and Wage combined with UI Benefits • Provides a more integrated approach • Developing more efficiencies across the division

  4. Claimants’ Calls – Last Peak Season

  5. Wait times too long!

  6. Customer Feedback • Customer First focus groups provided feedback: • Claimants who call want to talk to a person • Claimants want faster and more efficient phone services • Claimants want improved and easier to understand eservices • Claimants appreciate expanded access to services in partnership with WorkSource • Claimants don’t understand the benefits process • *A new claimant survey will be conducted this fall to reach a broader audience

  7. The UI Benefits Process Begin Unemployment Insurance ProcessClaimant applies for UI benefits No-Issue ClaimsSystem processes automatically.Payment begins in 2-3 weeks. In-Review ClaimsClaims are routed to theClaims Adjudication Center Claims AdjudicationStaff perform “fact finding” by contacting the employerand/or claimant for more information UI Benefits Eligible UI Benefits Ineligible

  8. The UI Benefits Process UI Benefits Eligible UI Benefits Ineligible Office of Administrative Hearings (OAH)Either employer or claimant may appeal timely within 30 days Administrative Law Judge (ALJ) AppealALJ holds appeal hearing Appeal is Decided inClaimant’s Favor Appeal is Decided inEmployer’s Favor Commissioner’s Review OfficeEither party has 15 days to appeal to the UI Review Board. The Board reviews file and makes determination. UI Benefits Issued/Paid

  9. Improved Services for Claimants • Hire 30 additional staff to: • Answer question-calls w/scripted response Monday - Friday • Transfer complex to intake agents • Schedule call-backs • Through web-based app – Trumba • Plan to add ability for claimants to schedule a call-back on esd.wa.gov • Plan to make available at WorkSource • Hire 12 additional intake staff for claims calls (112 total intake staff) • Continue to partner with WorkSource to assist claimants in local offices • Eligibility determination letters were re-written

  10. Claims by Filing Method 67% file initial claims online each month

  11. Improved eServices • Improved customer account creation process • Team dedicated to helping set up accounts – Secure Access Washington (SAW) • Removed confusing and unnecessary identity verification questions • Reduce the seven-day lockout for identity problems • Improved navigation, usability, and online Help function • A series of further eServices improvements are under way with project funding that will run through June 2019 • Check status of claim functionality available in late August

  12. More Efficient Benefit Payments Change to Benefit Payment Process • Aug 1 – transition away from paper benefit checks to debit cards or direct deposit • Just 25% of claimants request checks now • Change does not impact current claimants • Claimants will choose between a debit card and direct deposit

  13. Benefits of Debit Cards • No check-cashing fees • Many locations to access benefits • Convenient, easy to use • Safe

  14. Services to Employers • Surveyed employers and employer representatives to find out what was important to them • Sent 10,000 surveys on 8/28/17

  15. And the survey said….

  16. Employer Service Improvements • No cold handoffs – speak to live person • Call wait times are 2.22 minutes on average with an average of 6200 calls per month (compared to claimant call volume up to 67,000 per month) • Chat feature is on track • New survey in August to measure progress

  17. Claimant Fraud Awareness

  18. Protecting the UI Trust Fund In 2017… ESD’s Office of Special Investigations investigated almost 26,000 cases of possible fraud. Through that work, OSI prevented the loss of$2.9 million in fraudulent unemployment insurance benefits, and an additional $9 million was turned over to the agency’s collections team for recovery.

  19. Protecting the UI Trust Fund Fraud Prevention Unit Cross-matches to identify benefits paid fraudulently • Dept of Health deceased individuals • Social Service Payment System • Misreported and unreported earnings • New hires • Tips from the public, as well as, local, state, and federal agencies

  20. Protecting the UI Trust Fund Fraud Detection Unit Cross-matches to identify potential unemployment theft • Social security • Internet Protocol for ID theft • Workers compensation • Incarceration • Tips from the public, as well as, local, state, and federal agencies

  21. Questions ?

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